Theodora Ried
Overland Park
Summary
Results-driven Customer Care Professional skilled in customer account management, issue resolution, and order fulfillment. Known for delivering exceptional customer service, building strong customer relationships, and supporting operational excellence in fast-paced environments.
Overview
28
28
years of professional experience
Work History
Customer Care Rep
Thermo Fisher Scientific
10.2024 - Current
- Manage monitored accounts including Quest Diagnostics, IHMA, UCSD, UCSF, Rapid Micro Bio, TriCore, Cleveland Clinic, and government accounts.
- Oversee Quest Carts operations across seven Quest Diagnostics locations, including creating (SAs), monitoring order status, and maintaining tracking records through spreadsheets and reporting tools.
- Process routine, scheduled, and government orders while resolving customer inquiries and order issues.
- Monitor inventory and account activity through ATP, Sensititre Availability, and MXNS reports.
- Manage sequestered stock and maintain accurate order tracking and account records.
- Participate in Strategic Box rotation to support priority customer and operational needs.
Customer Service Rep
Thermo Fisher Scientific
Lenexa, KS
06.2018 - Current
- Managed high-volume inbound customer inquiries while processing orders, tracking shipments, and resolving account issues to maintain customer satisfaction.
- Multitasking to fulfill deadlines by entering high visibility orders before cutoff
- Entering in notifications for orders and processing replacements
- Processed customer orders received through phone, email, and fax while ensuring accuracy and adherence to service-level deadlines.
- Processing complex orders that are caused by technical errors
- Placing Returns, Credits and Debits for Notifications.
- Knowledge in Data Maintenance by researching potential new accounts for set up
- Working CSemails.
Customer Service Rep
Multi Service
Overland Park, KS
04.1998 - 04.2018
- Worked in Customer Service answering inbound calls from Truck Stops/Gas Station, Customers and other Private Label card holders.
- Processed fuel transactions or account issues and answered general account questions. Provided Stellar Customer Service to each call handled.
- Run Data processing and billing daily for multiple programs.
- Print, fold and stuff Customer Billing invoices.
- Emboss a high volume of Credit cards for each program of MSTS services.
- Problem solved issues with Embossing machines and apply the solution.
- Track data on multiple Excel Spreadsheets for different departments.
Education
High School Diploma -
Shawnee Mission South
Overland Park, KSundefined
Johnson County Community College
Overland Park, KSSkills
- Microsoft Office 365 (Excel, Word, Outlook, Teams), Reporting & Data Analysis
- Customer Account Management & Relationship Building
- Verbal & Written Communication
- Problem Solving & Escalation Resolution
- Customer Service Excellence
- Cross-Functional Collaboration
- Initiative, Accountability & Results Focus
- Multitasking, Prioritization & Attention to Detail
Timeline
Customer Care Rep
Thermo Fisher Scientific
10.2024 - Current
Customer Service Rep
Thermo Fisher Scientific
06.2018 - Current
Customer Service Rep
Multi Service
04.1998 - 04.2018
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Johnson County Community College
High School Diploma -
Shawnee Mission South